Head of Guest Relations

Job Description

Please scroll down to the bottom of the job description to apply Who we areLoveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality. Loveday is recognised as the premier provider of luxury care services in London.The MissionWe are passionately devoted to enhancing the lives of our members and their families. We blend our expertise in providing tailored, compassionate care, with world-class hospitality, to create an unrivalled culture of uncompromising excellence in everythingwe do. Based on the success of our award winning first home in Chelsea, Loveday is expanding across London with both additional properties and innovative new services for seniors.We are now looking for an outstanding Head of Guest Relations (aka Club Manager) to help join us at our care home in Chelsea.JOB PURPOSE: To deliver Above & Beyond hospitality at the Loveday home. To manage and develop the front of house teams, reception, housekeeping, laundry, maintenance, and dining service. To liaise closely with the other departments including care, kitchen and activities.Meeting all statutory and company requirements to deliver a consistent, best in class 5-star service experience, that is safe, faultless and cost-efficient. They must be able to take charge in ensuring that front of house operations is always run correctlyand efficiently within the home and that members are supremely comfortable and as happy as possible. That requires ensuring that suites and public areas are spotlessly clean and perfectly maintained, the food & beverage service delivers on the Loveday diningprogramme and that the hospitality team are always immaculate, and service minded. Firm but fair and naturally helpful, you will live and breathe the Loveday culture and promises. You exhibit high personal standards, possess strong communication skills andare a natural empathetic leader and nurturer of talent.SPECIFIC DUTIES & RESPONSIBILITIES:

• To bring to life the Loveday culture, values and reputation and to demonstrate leadership by creating an environment that fosters excellence, and which supports and respects all stakeholders.
• To assist the General Manager in delivering the brand standards, standard operating procedures and company policy.
• To identify opportunities to improve people, processes and systems.
• To achieve the departmental stated/agreed targets and standards for performance, quality, culture and legislative adherence.

• To measure all work-streams and report outcomes monthly.
• Hire, orientate, train and manage all colleagues in the respective areas in close cooperation with the General Manager, ensuring that brand standards and operational procedures are always delivered.

• Prepare, monitor, control budgets in conjunction with the General Manager.
• Ensure departments use nominated suppliers, and that purchase orders are complete - issue orders for all non-nursing supplies in line with the company procedures.
• Ensure that the dining programme is delivered based on the Well-being principles, and presentation.
• Ensure food safety paperwork is completed and meets the requirements of the food safety policy.
• Monitor and support the dining areas and room service at mealtimes.
• Engage often with members and their families. Obtain and act upon feedback, continually improving systems and processes within the framework of the Loveday brand.
• Monitor all member areas and ensure that they are clean and tidy, make efficient use of the companys resources and that valuable stock and equipment are secure at all times.
• Ensure that the job rotas are issued in good time and that adequate resources are available at all times.
• Liaise with nursing staff, members, and relatives to ensure that you and your team are always meeting members needs and preferences.
• Be prepared to be hands-on alongside team members, irrespective of shift patterns or days of the week.
• Optimize staff retention through self-development and motivation of the team. Develop teams through in-house training, personal appraisals and job reward schemes, and record evidence through personnel files and training records.
• Oversee the preventative maintenance program and fix defects as quickly and safely as possible.
• Attend resident meetings and evening or weekend functions as they arise.

• Keep good records and meet all statutory and company requirements from the Care Quality Commission and Health and Safety requirements.

Reward PackageIn return, we offer attractive benefits, including:

• Access to our Employee Assistance Programme
• Health Cash Plan
• Company pension
• Generous Refer a Friend Bonus
• Discretionary company bonus
• Access to Perkbox our discounts platform
• Opportunities for Training & Development
• Scope for progression and promotion within the company as we grow from one Care Home to the development and subsequent opening of four new homes in London.
• Employee Wellbeing Support
• Discretionary bonuses
• Employee Recognition Programmes
• Death in Service benefit

We proud to be a London Living Wage Employer.If you are interested in the role, please apply as soon as possible.In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required fromcandidates as part of the recruitment process.Loveday & Co is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status,or pregnancy and maternity.